Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,512 total complaints in the last 3 years.
21,579 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/14/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was guaranteed a purchaser today. December 14th. 2023. That did not arrive. I called Amazon **************** and the representative put me on hold half an hour and he eventually hung up. I called back and started over with another representative and explained that he did nothing after stating would refund the amount and to keep the item. She did not want me to speak woth a supervisor and I explained that i need a delivery DATE AND TIME as I have things to do and i cannot wait 6 days for package to arrive thats lost in transit. She eventually connected me to a supervisor whom I had to explain a the problem a 3rd time to. Who did not process the refund nor give me a valid delivery date and time. But offered a replacement despite the original package being DELAYED for 6 ADDITIONAL DAYS.
Business Response
Date: 12/18/2023
Hello *****,

I'm Srilaxmi from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I've provided the BBB with a copy of this message.

I'm sorry to learn about the problem with delivery of your order and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/19/2023
The order # is: 113-8351335-7454666. Additional information is in attachment.

*******************

Business Response
Date: 12/21/2023
Hello *****,

I'm ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I've provided the BBB with a copy of this message.

I'm sorry to learn about the problem with delivery of your order. It is certainly not what we expect our customers to go through.

Thank you for the order details.

Upon reviewing the details, I see that the order #***-8351335-7454666 is delivered on December 18th , 2023 successfully.

Due to the delay in the delivery, I see a partial amount of $27.01 is refunded successfully on December 19, 2023.

I would request you to wait for **** business days for the refund to reflect on your card/bank account.

We apologize for the inconvenience this situation has caused you.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a controller on December 6, 2023. I bought this to take it with me on an extended trip. Prime had 2 day shipping and a guarantee by Friday December 8th. Amazon did not end up shipping the item and on Saturday they extended the delivery window to after I left. I contacted Amazon to cancel the shipment and they refused, instead customer support said they would place a "Do not deliver" tag on the item and they would not deliver it and I was guaranteed my refund. HOWEVER, Amazon had lied to me, blatantly. The item was delivered after I was out of town. I reached out to Amazon to refund me and pick up the item, they did neither. I reached out a third time and customer support said I would get a refund in 24 hours and didn't happen either. Now I am filing an official complaint because its not my fault Amazon dropped the ball on this and is refusing to refund me.
Business Response
Date: 12/18/2023
Hello ********,

I'm ************;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I apologize for the inconvenience that you've experienced in this case. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order #**** and see a pick up was scheduled on December 10, 2023. ******* arrived for pick up on December 11, 2023 however item was not picked up as package was not ready.

We request you to return the product for refund if no longer needed.

You can return most items sold and fulfilled by Amazon.com in new condition with all original packaging and accessories within 30 days of delivery for a full refund.

Our ********************* guides you through the process and gives you options for a return mailing label:

*************************************

As $5 promotional credits were added to your account, we are not able to process refund without item being returned.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

**********************************;
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have ordered a lot of items on amazon this year and out of that I ordered DJI O3 Air Unit for FPV Drone, Digital Transmission System on September 19, 2023 Order# ***-3561668-1957039, I returned it on Oct 26 2023 within the 30 day period since I wanted to stick to other caddx camera modules. I waited more than 45 days and contacted amazon that I have already returned the item (please check proof of delivery) as it had 3 items the above camera and other 2 items from different orders in the same return package totaling 3 items. Now the customer service tells me that I need to submit my government id in order to get the refund, this was never mentioned when I bought it, I had a chat with my local police department and they told me no one except the government organizations are authorized to ask for ID proof like passport or driving licence, I follow the local police instructions but dont know how to get refund because amazon doesnt have the right to ask for ID according to the local police department
Business Response
Date: 12/17/2023
Hello Firoz Dang,

I'm Meraj from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi. I purchased a few items off Amazon.com and I returned 7 of them because they didnt meet the web description. Amazon confirmed that they received my items but refused to issue my refund for 2 of the returns without me providing personal information that I never had to provide before. They refunded 5 of my items with no problem but not the other 2. They received and processed all of the items on 12/1 and told me to wait 2-3 days for a refund and when I didnt receive it , I called and they was asking for a lot of personal stuff. I didnt understand why they refund some but not all. They wanted me to verify myself by uploading my licenses through a link they would send via email. I never received the link , but I provided and gave them all info needed for them to verify that it was me and they wont give me my money for those 2 orders . Order number 113-8220764-4209013 the other order number 113-4842762-2470631 . They are holding my refund and the return has been received and processed. Other refunds was released as soon as they received the items.
Business Response
Date: 12/27/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Upon reviewing the complaint details, I see that you are referring to the order #***-8220764-4209013 & ***-4842762-2470631 regarding refund for the items.

It looks like we have previously requested an ID from you, but the portal expired and can no longer be used. As a reminder, because we noticed abnormal activity on your account, we need your ID to verify the identity of the account holder before we can consider issuing a refund. We may also request additional information before granting your request.

You will receive an automated email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. At this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************

Customer Answer
Date: 12/27/2023

Complaint: 21009451

I am rejecting this response because:
Im not sure why I have to upload my drivers licenses to get my refund. The policy is to return items and get a refund. Amazon are sending me used items, broken item or items that are completely different from web descriptions! I return them immediately and they are debating if I can get my refund. Ive talked to 8 representatives since 12/6 who all told me they will email a link for me to upload my license and I NEVER received the link. I finally spoke with a supervisor today who emailed me the link right away while we were on the phone (after representatives told me that wasnt possible). I finally uploaded my license today, and I still have to wait . I dont see how me returning all the messed up merchandise that Amazon is sending me has red flagged me for abnormal activity. I just want my refund, its been a whole month !
Sincerely,

*******************************
Business Response
Date: 01/05/2024
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Upon reviewing the complaint details, I see that you are referring to the order #***-8220764-4209013 & ***-4842762-2470631 regarding refund for the items.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/12/2023 I placed an order (# ***-8406299-8476254) for several items including a LOAAO 30x36 mirror. Arrival date indicated as 11/22 On 11/16/2023, Email from Amazon saying "They were unable to deliver my order and they are sorry for any inconvenience." They've created a new order (#) at no additional charge to me: #***-5856623-0769818 Spoke with rep+supervisor and they couldn't understand why replacement order was made and recommended they cancel replacement order #***-5856623-0769818 and wait for the original mirror # ***-8406299-8476254. I begrudgingly agreed. ******* sent email saying if I don't get the mirror by 11/22/2023, then to contact them for a refund.But reviewing the status again of the original order, I felt that the recommendation to cancel the order by amazon's supervisor didn't make sense so I placed a new order #***-9570047-0373049 for the exactly same mirror which indicated an estimated arrival of 11/29 On 11/22/2023 I call Amazon and they REFUSE to give me a refund for the 1st mirror despite having NOT received it by the date they say I should revert back to them in a few weeks. Supervisor I spoke to was rude and hangs up on me! On 11/22/2023 I get an email from amazon saying I've cancelled too many orders which is 100% untrue and I replied immediately. I suspect this was done maliciously by the rep I spoke to as when I replied to that email, customer service said it was an "error".. I complained about ******* and problems faced with the orders. The response was VERY apologetic and they offered me compensation of a complete refund of shipping for ORDER # ***-8406299-8476254 and I could keep the 2nd mirror #***-9570047-0373049 and they will refund that order. 11/22/2023 - I made an order for a 3rd mirror ORDER # ***-0519483-2791408 which did arrive.The 2 other mirrors have still not arrived and amazon.com is now refusing to give me a refund on BOTH mirrors and even worse are now denying the compensation that was promised.
Business Response
Date: 12/17/2023
Hello *****,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

I am so sorry to hear of the issue you have shared with us that you did not receive the Order ID: ******************* and Order ID: ******************* LOAAO 30X36 Inch Black Metal Framed Bathroom Mirror for Wall, Matte Black Bathroom Vanity Mirror Farmhouse.

I've issued the refund of $203.36 and $179.45 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account: ********************************************************************************** and **********************************************************************************

Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 12/18/2023

Complaint: 21009405

I am rejecting this response because:
on 11/24/2023, **************** at ******************** had emailed a letter me promising compensation for my inconvenience and the compensation still has not been provided. I have re-attached the letter with the details and nature of compensation (they promised refunding of shipping charges one I got the mirror and to get a full refund for the 2nd mirror once received so I could keep the mirror and get the refund). Amazon.com has intentionally ignored my grievances as this matter was clearly detailed in my complaint. They must honor all commitments they have made.
The refund of the mirror for order #***-8406299-8476254 seems to be incorrect as the refund for the shipping of the item was only $8.14 and given it was shipped to ******. Total shipping was $32.55. There were 3 other items in the order which were quite light and small. GIven the size and weight of the mirror and the high individual shjipping costs for that item if shipped alone, I would have expected a larger refund for the shipping portion.

Sincerely,

Corey
Business Response
Date: 12/21/2023
Hello *****,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

Upon checking I see that the import fee deposit of $25.23 has already been refunded to your original payment method for LOAAO 30X36 Inch Black Metal Framed Bathroom Mirror for Wall, Matte Black Bathroom Vanity Mirror Farmhouse, Anti-Rust, Tempered Glass, Hangs Horizontally or Vertically.

You can view details of the completed refund on your Amazon.com account: **********************************************************************************.

I'm sorry for the incorrect resolution provide to you by one of our previous representative. I've forwarded the feedback to the leadership so that the agent can be coached.

Unfortunately we are unable to provide any compensation in this case.

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 12/21/2023

Complaint: 21009405

I am rejecting this response because:
1) As you can see amazon.com completely ignores my response as I specifically mentioned in this repsonse I am disputting the SHIPPING refund and not disputting the import fees. This is classic Amazon.com behavior where they do not even spend the time to read the comments. Below I will post my previous comments in regards to the shipping refund which seems to be incorrect: The refund of the mirror for order #***-8406299-8476254 seems to be incorrect as the refund for the shipping of the item was only $8.14 and given it was shipped to ****** it should be higher. Total shipping for the order was $32.55. There were 3 other items in the order which were quite light and small. GIven the size and weight of the mirror and the high individual shipping costs for that item if shipped alone, I would have expected a larger refund for the shipping portion.

2) In terms of compensation. I am only asking for what a representative from Amazon has promised me and I already attached the proof of what they committed to. As a company amazon.com has to take accountability for what their employees say or commit to do. Otherwise all trust is lost with the customer and the company starts to engage in fraudulent activities and we can no longer trust what is being said and promised. I have never heard of a company who says one thing and then completely reneges on their promise. It is beyond ethical and borders fraudulent activity. Amazon.com has not even tried to even make things right in terms of some offer in terms of compensation as that is what was offered by their representative. I am not asking for anything beyond what was promised by Amazon.com. While the agent may need coaching, amazon.com still needs to honor any commitments made by its agents, period...
I must add. I have been with Amazon for more than ************************************************** terms of their customer service and ethical practices.

Sincerely,

***************************
Business Response
Date: 12/28/2023

Hello *****,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

Upon checking I see that there are three items in the Order ID: ******************* and the shipping charge for each item is $8.14. Hence the total shipping charges for the order is $32.55 and $8.14 shipping charges were refunded for LOAAO 30X36 Inch Black Metal Framed Bathroom Mirror for Wall.

For Order ID: 111-0519483-2791408, I'm sorry for the incorrect resolution provide to you by one of our previous representative. I've forwarded the feedback to the leadership so that the agent can be coached. I see that this is a returnable order. We are unable to issue a returnless refund for this item. If you want you can return the item for a full refund.

I've issued a $30 gift card to your Amazon.com account for any inconvenience. You can view the gift card balance and activity here:

*************************************************

Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from Amazon on 12/10/2023 in the amount of $265.67. Shortly after placing the order Amazon locked down my account for suspected fraud. I went through the steps of restoring my account, and instantly contacted customer service. I was told that my order ***-4596170-5289022 was canceled due to fraud and I would not be charged for the order, and that I will receive clarification in 24 hours via email. On Tuesday 12/12/2023 I have still yet to receive an email or see my money credited back to my account so I reached back out and they assured me that the funds were processed and I should see it back on my card. On Wednesday 12/13/2023 I got an email saying that the order shipped but only 2 out of the 9 items I ordered!!! I again call and get told that my account was on hold due to fraud and it would be resolved and normal in 12 hours. Fast forward to today 12/14/2023 I reached back out to customer service and they told me my account was on hold and they transferred me to a live specialist who told me my account was not on hold, however they could not access order # ***-4596170-5289022 and they will transfer me to someone who can help and they will reach out via email in 24 hours. I have been told multiple times that someone will be reaching out in 24 hours but no one has! I am requesting a refund of the amount of this order as I was told that it was canceled and was refunded but it was not!
Customer Answer
Date: 12/15/2023
I am writing this to inform you that I have received the whole order. This issue has been resolved with this business.
Initial Complaint
Date:12/14/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 items which were earrings from Amazon under order #***-0969743-2462612 in the amount of $35.94 and order #***-5090305-1825002 in the amount of $47.93. Both items were returned via *** under tracking number 1ZC6042G9000041279 on November 24. It shows delivered and received on November 27. I contacted Amazon and through their chat was told my account shows suspicious activity and they sent me an email asking for proof of identity to validate my claim. Failure to do so relinquishes my claim to request any further refund on these orders. I have ordered from Amazon for over 20 years and ordered thousands of items. I have never been asked to provide any private information.
Business Response
Date: 12/17/2023
Hello *****,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned items from Order ID: ******************* and Order ID: *******************.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attached a document detailing my problem with Amazon. My account was hacked 12/1/2023. After numerous calls I am unable to speak directly with the representative who can help me.
Business Response
Date: 12/26/2023
Hello *****,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I'm sorry to know you've had trouble accessing your account.
On checking, I see that your account is now activated. You should be able to access your account without issues. Also, I was unable to access the file included.
If you still any issues that needs to be addressed, please write to us in detail and we would be glad to help you.
We appreciate your understanding and hope to seeing you soon.
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.

Regards,
*******
Amazon.com
***********************************
Customer Answer
Date: 12/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 2 monitors from Amazon, they are required to charge me $6.00 environmental fee in ******* per unit, total would be $12.00, they billed me $49.00 and will not refund me, they have been advised by the provincial recycling authority this charge is incorrect and still refuse to refund. When asked if they add a fee for their own handling of the goods they said no the fee collected is the fee they remit to the government which is false The amount shown on this complaint of the amount paid to the business is the fill enviromental fee, of the $49.00 only $12.00 is a valid charge
Business Response
Date: 12/17/2023
Hello *****,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us regarding the CDN$ 49 Environmental Handling Fee for your Order ID: *********************.

Upon checking I see that I do not have an option to issue the refund for the difference amount to your original payment method. I'll add the difference amount of CDN$ 37 to your Amazon gift card balance.

Please let us know if you would like us to proceed with the gift card to your Amazon account.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 12/18/2023
Received this follow up from Amazon yesterday offering me the $37.00 to a gift card they had flat out refused to provide prior to my complaint. I replied and asked for clarification to why the charged the fee and refused to help prior.
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered AirPods from Amazon and they are now requiring me to submit an ID to get my return. I returned these days ago and they received them back. They will not refund me until I submit an ID. this is private information. I returned my order and demand my refund. They said they will not refund until I submit my ID. ORDER #. *******************
Business Response
Date: 12/17/2023
Hello *************************,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

Regards,

*****

Amazon.com

*****************************

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